Collaborate on Manual Bill Format for Customer Service with Ease Using airSlate SignNow

Manual bill format for Customer Service

hello there my name is Richard mcmun from howcome docomo customer service training course if you want to know exactly how to deliver outstanding customer service make sure you watch this training course from start to finish so this course is for the following three people number one it's for candidates who are applying to work in customer service jobs so if you have a customer service interview coming up soon make sure you study this training course number two this course is for those people who already work in customer service but they want to improve their customer service skills and then finally this training course is for business owners who want to train their employees on how to deliver outstanding customer service so if you run a business and employee staff tell them to watch this training course because by the end of it all of you are going to be outstanding at delivering customer service and just very quickly if you are new to my channel make sure you hit that subscribe button I am here to help you progress throughout your careers I can only do that if you are subscribed and please hit the like button because that really does motivate me to create more free training courses for you and great video content thank you very much indeed now during this training course I am going to cover 10 different modules for you and we have to cover these 10 modules to make sure you by the end of the course are outstanding at delivering customer service so section number one is the definition of great customer service you can't deliver brilliant customer service unless you know what the definition of it is section number two of our course I'm going to teach you the importance of excellent customer service there are several different things several different reasons why customer service is so important to a business I will tell you what they are section number three I will tell you the five essential elements of great customer service you must do these five things consistently in order to deliver brilliant customer service section number four I will tell you the five things you must never say to your customers section number five of the course I will then tell you seven powerful things you should say to customers to help them feel valued and appreciated section number six I will teach you how to deal effectively with customer complaints section number seven I'm then going to give you a brilliant method the last method for dealing with customer complaint complaints this is an easy to remember method for when dealing with any customer complaint it's a brilliant way to deal with them section number eight I am then going to test your customer service knowledge so I'm going to give you 10 questions to answer live on the screen and if you answer them all correctly you will be able to deliver outstanding customer service section nine of this training course I'm going to give you some customer service interview questions and top scoring answers and then section number 10 I will tell you how you can download all of these course materials now while I strongly recommend you study this training course from start to finish if at any point you want to skip to any of these sections you can just go to the description below the video and I have given you the link to each of these training course sections so you can access them quickly and conveniently okay let's get started started with section one of our customer service training course and that is the definition of great customer service now you need to know three different things in order to understand the definition of great customer service number one is great customer service is providing positive friendly timely and attentive service to all customers on a consistent basis so you always have to be positive when dealing with customers you have to be friendly timely which is responding quickly and attentive caring for their needs but you must do all of those things on a consistent basis you have to do them all of the time and this includes when dealing with customers in person on the telephone and also by email the second part of great customer service is going above and beyond what the customer expects and then finally the aim of excellent customer service is to encourage customers to return to the business again in the future and also recommend it to their friends and family because positive recommend recommendations are effectively free advertising for the business and here is an important fact for you to consider a disatisfied customer so a customer who is not happy will tell 10 people about their negative experience with that business and that can have a detrimental effect to the business so a dissatisfied customer will tell 10 other people about their negative experience and that's why it's so important to always deliver consistently brilliant customer service now this is important write this down CRM because it is a phrase that comes up all the time in customer service so CRM stands for customer relationship management and great CRM great customer relationship management is essential to the success of any business so make sure you write down CRM because that might come up later on during our customer service test okay so now that we understand the definition of great customer service let's look at the importance of excellent customer service if you understand why great customer service is so important it makes it easier for you to deliver it to your customers okay now there's four different elements of excellent customer service number one is that happy customers will definitely use the business again in the future and that means that customer retention is cheaper than customer AC acquisition what do I mean by that well when you retain customers for example a customer customer comes back to the business time and time again that is cheaper for the business than acquiring new customers because when you have to get new customers it costs a lot of money in advertising so happy customers will use a business time and time again in the future the second importance of excellent customer service is because happy customers will then recommend the business to other people their friends and relatives and this then helps the business save money on trying to find new customers because happy customers then become long-term Advocates of the business and they essentially start advertising the business for the company so they will recommend it to their friends and family and that again means that the business doesn't have to spend unnecessarily on Advertising the third importance of excellent customer service is that happy customers will leave positive reviews online this then helps the business increase sales conversions because reviews good reviews increased trust now you and I whenever we are looking for a product or service we'll go online we will find a company and then we look at their reviews now happy customers will leave positive reviews which then increases your trust in that business and the only way you will get customers to leave good reviews is to deliver outstanding customer service and then finally number four it has been proven that happy customers will pay more for a product or service so it's been proven that customers always pay more for outstanding service so those are the four different important things of excellent customer service happy customers will use the business again happy customers will recommend it to their friends and relatives happy customers will leave positive reviews online and happy customers will pay more for a product or a service let's now move on to section three of our customer service training course and these are the five essential elements of great customer service you must do the following five things consistently in order to deliver great customer service let's take a look at them now the first thing you should do to deliver great customer service is always be welcoming friendly and respectful whenever you come into contact with your customers now your first contact with the customer will set the tone for the remainder of their experience with the business now if you are negative come across as disinterested or don't welcome the customer in a genuinely positive and friendly manner they will use a different company so you must always be positive friendly and welcoming so your first contact with the customer is very very important now this applies to in-person email and telephone interactions with all customers so make sure you are welcoming friendly and respectful at all times consistently with every customer you come into contact with okay the second element of great customer service is very very important but it often gets neglected by businesses and that is responsiveness how quickly you respond to your customers now one of the worst but most common things businesses do is they fail to respond to customers quickly have you ever had a situation where you contact a business by email for example and they don't get back to you or you are left waiting on the telephone for minutes or even sometimes up to an hour and they don't deal with your query quickly that is very very frustrating if you had that type of experience tell me in the comments section below the video now I've had two negative experiences in the last week with different companies for example I visited a mercedesbenz dealership in England last week to ask about a service for my car so I walked into the showroom but I was standing in the reception area waiting for seven minutes and nobody said a word to me nobody despite the fact that there were customer service agents in the building many of them just walked past me and ignored me so I left and I went elsewhere another experience is I emailed a hotel recently to inquire about staying there for three nights 5 days went by and I hadn't had a reply from the hotel so I went elsewhere so these type of experiences are common amongst customers and it is a way to not deliver excellent customer service now to deliver brilliant customer service you have to be responsive but how do you do that well all emails have to be responded to within 24 hours without exception the faster you can respond to a customer's email the better so to be brilliant at customer service start responding to customer service emails quickly and also do not leave your customers waiting on the tele phone for long now if there is going to be a prolonged wait ask them for their number and then promise to call them back by a specific time that is very important so responsiveness how quickly you respond to a customer is our second element of delivering brilliant customer service now the third element of great customer service is asking the customer questions because when you ask a customer specific question it empowers you to deliver brilliant customer service now you can only determine your customer's needs if you ask them questions and clarify exactly what it is they want so examples of questions you can write down and ask your customers are is there anything in particular you are looking for today so that question engages you with the customer and it encourages them to tell them what it is they are looking for another question is what problems have you experienced in the past with similar products or services so the customer might tell you about problems they've had previously and you can then provide a product or service for them that overcomes their problems also you can ask them the question what is your buying criteria so that means do they need Finance what is their maximum budget the price they want to spend and also is it important to the customer If the product or service is in stock I.E available to buy straight away and you can also ask a customer the following question how soon are you looking to buy that tells you how motivated the customer is and just by asking those four questions it empowers you to deliver the customers needs straight away so the third element of delivering outstanding customer service service is to ask the customer questions that is very important let's now move on to the fourth element of great customer service and that is product or service knowledge the knowledge you have about your employer products or Services it's very important now you have to have good knowledge of the products or services that you are selling because if the customer asks you questions about the product or service you have to be able to give confident clear and concise answers if you don't know the answer to one of the their questions about the product or service don't say oh I don't know or that's not my department say to them that's a great question I will go away and find out the answer for you so make sure you focus on how the product or service is going to solve the customers problems and meet their needs okay and you can only achieve that by good product knowledge so the fourth element of great customer service is having in-depth knowledge about the product source Services you are selling to the customer and then finally The Fifth Element of great customer service is to always ask the customer for feedback so the only way you will improve in customer service is if you ask the customer for feedback based on their experience you can say to them can I just check please did we meet your needs today is there anything else I could have done to make your experience better and then make sure you write down all customer feedback whether it's good or bad and then share it with your team and your manager that is very important it's very brave to write down a customer's bad experience but then you will be able to learn from it so you have to share all feedback with your team and manager because that will help you to improve across the company and also when you are asking for feedback is to make sure you give the customer a feedback survey so the the best companies will send their customers a feedback survey after every purchase to help the business improve because if the customer states that they had an excellent experience with your company you can then ask them to consider leaving a positive review online because reviews will help build trust with new customers and they ensure the business ranks higher in the online search engin such as Google so if the customer States they have had an excellent experience with your company in the feedback they give you ask them to consider leaving a review online because reviews help build trust and as we know if trust is high customers will use the business let's now move on to section four of our customer service training course and this is the five things you must never say to your customers do not say any of these five things number one is well that's not my job okay don't say it's not my job it's a different departments find out find out yourself what the solution to the customer's problem is don't say that's not my job or it's not my responsibility that's a negative thing to say to a customer you should also say well I'm sorry you feel that way if a customer complains don't say I'm sorry you feel that way because that is rather condescending also don't say to the customer well I don't know the answer that question you should say well that's a good question I will find out and come back to you as soon as possible and make sure you do get back to the customer you should never say to a customer I'm sorry but you misheard me that again is condescending it's negative don't say it and you must never say as I've already told you so if you tell the customer something and they then ask you the question again don't say to them I've already told you this so those are five negative things you must never say to your customers let me now tell you seven powerful positive things you should be saying to your customers please write this down so the first thing is especially when you are welcoming customers face to face in person you should say nice to meet you or thank you for your call today if you are speaking to them on the telephone and don't forget the first element of great customer service is to be attentive positive welcoming and friendly so the first thing you can say to them if it's in person nice to meet you today or thank you for your call today that will help build a good connection with the customer the second powerful thing to say to your customers is I'd love to understand more about your needs can I ask you some questions that is a great thing to say to your customers so you will have certain questions you can ask your customers I'd love to understand more about your needs can I ask you some questions now 99% of the time the customer is going to say yes no problem ask me the questions asking questions empowers you to find out the customers needs now the third powerful thing to say to a customer is that's a great question I'll find that out for you straight away now you would say this if you don't know the answer to one of their questions you would say in instead of saying I don't know they answer that question or it's not my responsibility you should say that's a great question I'll find that out for you straight away or right away you then go away find out what the answer is and then contact the customer go back to them and give them your answer the fourth thing to say is if a customer complains or brings an issue to you you would say thank you for bringing this matter to our attention that is very very important if a customer complains or they say to you I've had a problem with this with this service that your C your company is providing you can say well thank you for bringing this matter to our attention it tells a customer that you value their feedback the next thing to say is in response to a customer complaint this is a brilliant thing to say because it will diffuse the situation you should say I can understand how you feel I'd feel the same as you if I were in this situ situation that's a great thing to say to customers it often diffuses a customer's complaint and it makes them feel valued and appreciated I can understand entirely how you feel I'd feel the same as you if I were in this situation too the next thing you can say is at the end of the customer's experience you can say well thank you for being a customer of and then mention your customer customer sorry your company's name so you would say thank you for being a customer of and then say the company name that's very important and the final powerful thing you can say to your customers is is there anything else I can help you with today that's before they leave the business is there anything else I can help you with today so there's seven power thing powerful things to say to customers to make them feel valued and appreciated okay let me now teach you how to deal effectively with customer complaints now now there's two sections in this training course for dealing with customer complaints section six and section s make sure you study both of them if you want to be competent at dealing with customer complaints now there's different ways to deal with customer complaints but they all involve the following Steps step number one is to listen to the customer give the customer time to speak listen to what they say step number two is to show empathy and apologize as soon as possible okay so show understanding for the customer situation and you can say to them what I just told you to say I can fully understand how you feel I would feel the same as you if I were in this situation and then you would apologize I unreservedly apologize for this matter having occurred step number three you then ask the customer questions and clarify the exact problem step number four for dealing with customer complaints is to then create a swift solution that the customer is satisfied with so you say to them to resolve your complaint I am going to do the following things can I just check you would be satisfied with that resolution step number five is to follow up with the customer so you can contact the customer a couple of days later to make sure they are still satisfied step number six is to learn from the experience and step number seven you record the complaint and then share your findings now there is also an alternative method for dealing with customer complaints and that's called the last method which I will teach you very soon but let me just recap the importance of dealing with customer complaints in these seven key elements so step number one listen to the customer let the customer speak about their problem and also how they feel let them talk listen use active listening skills to show you are paying attention so if a customer was complaining to me I would say yes okay I fully understand yes I would feel the same as you if I were in your situation so just nodding and saying things like uhhuh yes okay I understand that is active listening skills so after you have listened then empathize so show understanding for their situation and apologize because the customer wants to be heard say that you understand how they feel I totally understand how you feel in this situation I would feel the same as you and if the company is at fault for the complaint then apologize straight away step number three ask the customer questions so be sure to ask the customer probing questions to determine the exact problem and how it occurred step number four Create Your solution to the customer's complaint so you will produce a timely solution to the customer's complaint and then confirm that the customer is satisfied with your proposed resolution step number five you follow up with the customer so you're going to contact the customer one or two days after their complaint has been resolved to make sure they are still satisfied step number six you're going to learn from the customer's complaint this is very important so it is important to consider how you and the company he can learn from the experience so the complaint doesn't happen again that's very important and then step number seven record the complaint and share your findings with everyone else in your team so keep a record of the complaint including your interaction with the customer before you share your findings with your manager team or department and if you follow those seven steps you will turn a dissatisfied customer into one who is satisfied IED and happy and hopefully they will stay with the business again in the future now section seven of the customer service training course is my last method for dealing with customer complaints this is a shorter method but it's a great one because it's easy to remember all you have to remember is last l a t so when you deal with a customer complaint you will listen to the customer you will apologize to the customer you will solve their problem and you will thank the customer for bringing the complaint to your attention now I recommend you use the last method when responding to the common customer service interview question how would you deal with a customer's complaint and I will give you very soon a brilliant answer a scripted answer to many customer service interview questions okay now what I want to do during this training course is test your customer service knowledge to see what you have learned so far I'm going to give you 10 questions to answer live on the screen and I will give you 8 seconds to answer each question please put your answer to each question in the comment section below the video and we will then work through the answers together so question number one of our customer service assessment test is how quick should customer emails be responded to is it a within 24 hours B within 48 8 hours C within 72 hours or D as soon as possible as soon as time permits now on the right hand side of the screen there is an 8C timer once the timer gets to the bottom we will move on to the next question so put your answer to question number one in the comment section below the video here is the timer how quick should you respond to customer emails a 24 hours B within 48 C 72 or D as soon as time permits question number two what does CRM stand for is it a customer relationship management B customer retention method C customer review management or D customer response model put your answer in the comment section below the video here's your 8 seconds okay well done question number three of our customer service assessment test which of the following is not a key component of good customer service a prompt response B listening C ignoring customer feedback or D complaint handling skills which of those ABC or D is not a key component of good customer service here is your 8sec timer customer service test question number four which communication skill is essential for Effective customer service a talking over the customer B active listening C interrupting the customer or D speaking quickly to save time so which communication skill ABC or D is essential for Effective customer service there's only one of them which one is it ABC or D please put your answer in the comment section below the video here's your timer question number five what should the primary focus of customer service what should be the primary focus of customer service what is the ultimate aim of customer service is it a making sales B handling complaints C building strong relationships or D reducing costs so what should be the primary focus of customer service a making sales B handling complaints C building strong relationships or D reducing costs here is your timer brilliant well done question number six of our customer service test what is the acronym often used to describe the process of dealing with customer complaints is it a solve B deal C serve or D last so what is the acronym often used to describe the process of dealing with customer complaints AB C or D please tell me in the comment section below the video here's your timer test question seven which of the following is not a component of good telephone etiquette in customer service is it a answering promptly B putting the caller on hold indefinitely C C speaking clearly and politely or D listening actively which of the following ABC or D is not a component of good telephone etiquette in customer service here is your timer brilliant question number eight what is the purpose of a customer feedback survey is it a to annoy customers B to gather insights and improve service C to impress the customer or D to look good to make the business look good what is the purpose of a customer feedback service sorry survey ABC or D tell me your answer please in the comment section below here's a timer test question number nine which of the following is a good thing to say to customers a please don't shop anywhere else B I've personally tried our competitors products and they're rubbish see thank you for being a customer of company name or D we close in an hour so you'll need to be quick which of those A B C or D is a good thing to say to your customers here's your timer and test question number 10 which of the following is not an outcome of positive online customer reviews is it a increased search engine rankings B improved trust with potential customers C increased sales or D less traffic to the company's website so which of the following ABC or D is not an outcome of positive online customer reviews please tell me your answer to question 10 in the comment section below the video here is your timer okay let's now work through the answers and I'm then going to move on to the next section of this customer service training course which is interview answers so you will you if you're attending a customer service interview you will have to answer some specific questions I'm going to give you some brilliant answers and I will then finish the course telling you how you can download all of the materials here we go question number one was how quick should customer emails be responded to well the answer was a within 24 hours question number two what does CRM stand for well that was customer relationship management question number three which of the following is not a key component of good customer service ignoring customer feedback question number four which communication skill is essential for Effective customer service active listing question number five what should be the primary focus of customer service building strong relationships with customers question number six what is the acronym often used to describe the process of dealing with customer complaints well it's the last L question number seven which of the following is not a component of good telephone etiquette in customer service and that is putting the caller on hold indefinitely you must never do it question number eight what is the purpose of a customer feedback survey well that's to gather insights and improve service question number nine which of the following is a good thing to say to customers and that is C thank you for being a customer of company name and question number 10 which of the following is not an outcome of positive online customer reviews and that is D less traffic to the company's website all the other three are positive outcomes tell me sorry please tell me in the comments section below the video how how many you scored out of 10 did you get 10 out of 10 which questions if any did you get wrong okay let's move on to section nine of this customer service training course and this is customer service interview questions and answers now the questions that follow are the ones that will likely come up during a customer service interview the first one is tell me about yourself let me give you two tips for giving a brilliant answer and I will then give you my top scoring example response tip number one in your answer to this first customer service interview question make sure you talk about your skills qualities experience and passion for working in customer service and tip number two it's important that you practice your answer to this first customer service interview question several times before your interview because it is important to get your interview off to a positive and confident start so sit down in front of a friend or relative or even in front of a mirror and practice giving your answer here is my top scoring example response tell me about yourself here we go thank you for this opportunity to work for your company before applying I studied the job description to ensure I had the skills and qualities to deliver excellent service for your company I am an industrious attentive and loyal employee who delivers consistent L good customer service and seeks feedback from customers to improve I respond to customer inquiries quickly and I'm knowledgeable in dealing with customer complaints outside work I keep fit and active meaning my concentration and energy levels are always high and I play team sports demonstrating my ability to work well in a team if you hire me I will be a good role model for the company brand flexible in my duties my knowledge of products and services is strong and deliver brilliant service to customers to ensure you become the market leader that is a brilliant answer to that first customer service interview question Tell me about yourself now the second question that's going to come up during your customer service interview is why do you want to work in customer service tip number one now it is important to demonstrate a passion for working in customer service and a genuine Des desire to want to help people tip number two now positive things to mention in your answer include how you enjoy solving customer problems the job satisfaction you will get from serving customers and meeting their needs and the impact your work can have on the daily lives of your customers so here is another topsc scoring example answer why do you want to work in customer service I want to work in customer service because of the job satisf action I will have I am a people person who enjoys interacting with customers solving their problems and taking action to meet their needs customer service work is appealing to me because no two days are the same you must be creative to resolve complaints and you get a sense of achievement from making a positive difference to the customers you are assisting that is another brilliant answer that's going to help you pass your customer service interview now the next question that I want to cover is one that comes up all the time during customer service interviews and that is what is the definition of good customer service don't forget we covered this in section one of our training course so tip number one this question features during about 90% of customer service interviews if you can't give a quick and confident answer you probably won't get hired tip number two good customer service is making the customer's experience a pleasurable and positively memorable one being attentative And Timely at all times and also going above and beyond what is expected so here is my top scoring example answer to help you what is the definition of good customer service I Define good customer service as providing positive service to all customers on a consistent basis while making sure their experience in in store or online is memorable for all the right reasons the aim of good customer service is to encourage customers to not only return to the business again in the future but to encourage new business through recommendations and positive online reviews now this can be achieved by going above and beyond what is expected being timely attentive welcoming and friendly make sure you write that answer down and you can use it when preparing for your customer service interview customer service interview question number four is how would you deal with a customer complaint now because you have studied this training course you will have in-depth knowledge of how to deal with customer complaints now when responding to this common customer service interview question don't forget to say you will use the last method L A so the last method is recognized by all hiring managers as one of the best ways to respond to customer complaints here is my top scoring example answer how would you deal with a customer complaint I would deal with a customer complaint by using the last method last stands for listen apologize solve and thank I would listen to the customer and give them time to speak I would apologize to the customer in order to diffuse a situation I would then create a solution they were satisfied with before thanking the customer for bringing the complaint to my attention that is the perfect answer okay the next thing to do section 10 of this course is how you can download all of the slides and the course materials so you can click that link in the top right hand corner of the video head straight through to my website where you can download absolutely everything here is what you get you get all of these slides you get the full C customer service training course slide deck so there's nearly 60 slides for you to download and you can refer to them you can even use them when training your staff if you want to on how to deliver excellent customer service you will get an audio file of this training course so you can listen on the go you will get my training course written transcript so you will get this training course written out you get the transcript of the course so you can take notes and refer to it you will also get 21 customer service interview questions and top scoring answers in a PDF guide you will get my customer service assessment test so you can take the test um during your own time and at your convenience and you will also get a course completion certificate to show that you have completed this training course click that link right now in the top right hand corner of the video to download all of those things all of the course materials don't forget to hit the Subscribe button and give the video a like it really does motivate me to create more free training courses for you thank you so much for watching this training course and I wish you all the best in your career have a wonderful day